Consumer care system

1. A method, comprising:

receiving via a receiver a message from a mobile device to connect with an agent;

determining and selecting an available agent via a processor in order for the mobile device to communicate with the available agent;

transmitting via a transmitter an agent availability message to the mobile device, wherein the agent availability message requires an acknowledgement from the mobile device prior to connecting the mobile device with the available agent;

wherein the message received from the mobile device further comprises a request to opt-out of receiving automated messages and speak with the available agent;

storing at least one of the request and a live call associated with the request in a call wait queue until the available agent becomes available to handle the request;

generating or retrieving a number associated with the available agent in order for the mobile device to connect to the available agent; and

appending or including the number associated with the available agent to the agent availability message.

2. The method of claim 1 , wherein the message comprises at least one of a short message service (SMS) and an email transmitted from the mobile device, and further comprises caller identification, an application authentication key, and a call back number or caller email address.

3. The method of claim 1 , wherein the determining of the available agent further comprises identifying the available agent from a plurality of agents, and waiting until one of the plurality of agents becomes available in order to determine the available agent.

4. The method of claim 1 , wherein the agent availability message comprises a push notification request message in order for the mobile device to connect with the available agent.

5. The method of claim 1 , wherein the transmitting of the agent availability message further comprises transmitting the agent availability message to the device via a push notification module.

6. A computer program embodied on a non-transitory computer-readable storage medium, the computer program, when executed, is configured to cause a processor to perform:

receiving via a receiver a message from a mobile device to connect with an agent;

determining and selecting an available agent via a processor in order for the mobile device to communicate with the available agent; and

transmitting via a transmitter an agent availability message to the mobile device, wherein the agent availability message requires an acknowledgement from the mobile device prior to connecting the mobile device with the available agent;

wherein the determining of the available agent further comprises identifying the available agent from a plurality of agents, and waiting until one of the plurality of agents becomes available in order to determine the available agent;

storing at least one of the request and a live call associated with the request in a call wait queue until the available agent becomes available to handle the request;

generating or retrieving a number associated with the available agent in order for the mobile device to connect to the available agent; and

appending or including the number associated with the available agent to the agent availability message.

7. The non-transitory computer-readable storage medium of claim 6 , wherein the message comprises at least one of a short message service (SMS) and an email transmitted from the mobile device, and further comprises caller identification, an application authentication key, and a call back number or caller email address.

8. The non-transitory computer-readable storage medium of claim 6 , wherein the message received from the mobile device further comprises a request to opt-out of receiving automated messages and speak with the available agent.

9. The non-transitory computer-readable storage medium of claim 6 , wherein the agent availability message comprises a push notification request message in order for the mobile device to connect with the available agent.

10. The non-transitory computer-readable storage medium of claim 6 , wherein the transmitting of the agent availability message further comprises transmitting the agent availability message to the device via a push notification module.

11. An apparatus, comprising:

a receiver;

a transmitter;

a processor; and

memory storing instructions,

wherein the instructions are configured to cause the processor to

receive via the receiver a message from a mobile device to connect with an agent;

determine and select an available agent via the processor in order for the mobile device to communicate with the available agent;

transmit via the transmitter an agent availability message to the mobile device, wherein the agent availability message requires an acknowledgement from the mobile device prior to connecting the mobile device with the available agent;

wherein the determining of the available agent further comprises the processor being configured to identify the available agent from a plurality of agents, and wait until one of the plurality of agents becomes available in order to determine the available agent;

store at least one of the request and a live call associated with the request in a call wait queue until the available agent becomes available to handle the request;

generate or retrieve a number associated with the available agent in order for the mobile device to connect to the available agent; and

append or include the number associated with the available agent to the agent availability message.

12. The apparatus of claim 11 , wherein the message comprises at least one of a short message service (SMS) and an email transmitted from the mobile device, and further comprises caller identification, an application authentication key, and a call back number or caller email address.

13. The apparatus of claim 11 , wherein the message received from the mobile device further comprises a request to opt-out of receiving automated messages and speak with the available agent.

14. The apparatus of claim 11 , wherein the agent availability message comprises a push notification request message in order for the mobile device to connect with the available agent.